Community Engagement Officer

Job Title: Community Engagement Officer

Location: Midlands

Job Type: Full-Time 40 hours per week, Monday to Friday. Flexibility required to attend community events, including occasional evenings and weekend

Salary: Up To £34,155 Per Annum DOE + £4800 Annual Car Allowance

At Airband, we’re building more than broadband networks, we’re helping reshape connectivity across the UK. Originally established to tackle the digital divide in rural and underserved communities, Airband has grown into a dynamic broadband provider delivering services through Fibre, Fixed Wireless Access (FWA) and wholesale network partnerships.

Role Summary

This role sits within the Marketing team and is responsible for building trust, managing local reputation and supporting customer growth throughout the network rollout.

Acting as the link between communities, communications, build and commercial teams, the role ensures residents and stakeholders are informed, engaged and supportive of Airband’s activity. The successful candidate will play a key role in shaping local perception, driving awareness and encouraging customer adoption in newly enabled areas.

Working closely with internal teams, the Community Engagement Officer will also identify and manage potential reputational risks, support demand generation activity and ensure community insight help to inform external narrative and activities.

Responsibilities

Community engagement and reputation management

• Act as the face of Airband within local communities during build and go live phases
• Build and maintain strong relationships with residents, parish councils, local authorities and community stakeholders
• Deliver clear, proactive and consistent communication before, during and after rollout
• Respond to enquiries, concerns and complaints in a timely and
• professional manner
• Organise and attend community meetings, drop-in sessions and engagement events
• Monitor and report on community sentiment, identifying risks and opportunities

Supporting customer growth and demand generation

• Support local demand generation activity, encouraging registrations and service uptake
• Work closely with sales and marketing teams to convert awareness into customers
• Promote Airband’s proposition in a clear and locally relevant way
• Support targeted campaigns and local activation activity in build areas

Communications and messaging alignment

• Ensure all local communications align with central messaging and brand positioning
• Support the development and delivery of community-facing communications material
• Act as a conduit between communities and the Communications team, feeding back insight to inform messaging and campaign
• Identify and escalate potential reputational risks

Supporting build delivery and customer experience

• Work closely with build and delivery teams to align communication with project activity
• Help minimise disruption through clear stakeholder communication
• Identify and escalate issues that may impact community perception or customer experience
• Support resolution of local challenges in collaboration with operational teams

Wayleave and stakeholder coordination

• Engage with landowners and property stakeholders to support wayleave agreements
• Clearly communicate the scope and benefits of works
• Support tracking and coordination of wayleave activity with internal teams

Key Skills

• Excellent written and verbal communication
• Effective time management and prioritisation
• Strong problem-solving skills
• Conflict resolution and negotiation skills
• Attention to detail and accuracy
• Ability to work independently and collaboratively as part of a wider Airband team
• Embraces change, is adaptable and is willing to learn
• Customer / user-focused mindset
• Continuous improvement mindset
• Planning and organisational skills
• Competent use of Microsoft 365 tools
• Embraces diversity
• Emotional intelligence and professionalism

• Technical & Digital Skills

  • Ability to learn new systems and technologies quickly
  • Data handling and analysis skills
  • Understanding of digital ways of working and collaboration tools
  • Proficiency with Microsoft suite, Salesforce or other systems

  
  

  Qualifications & Professional Knowledge

  
  

  Essential

  • Experience in community engagement, stakeholder liaison, or customer
  • service
  • Understanding of wayleave processes and associated legal considerations
  • Full UK driving licence

  
  

  What can Airband Offer you?

  
  

  • 25 days of paid leave a year rising to 30 plus bank holidays with service.

  • 5% Airband pension plus a minimum 3% employee contribution.

  • Customer referral bonus - a thank you for every customer you send our way.

  • We offer hybrid working – a mix of working from home and in the office.

  • Free Broadband - If you are in our coverage, you can benefit from free broadband with us! (subject to time served)

  • 20% off your monthly line rental on EE’s phone, tablet, SIM only or mobile broadband plans.

  • Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)

  • Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!

  • Refer a friend reward scheme – a selection of great rewards to choose from!

  Pre-employment checks

  Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role.

  Recruitment agency support is not required at this time.